2026 Talent Community - Service Officers, South West Line

Role overview

V/Line connects Victorians with safe, dependable and accessible transport across the state. Through this expression of interest, the organisation is building a talent pool for Service Officer roles on the South West Line. These roles may be offered as full-time or part-time, and on either a permanent or fixed-term basis.

Please note that external recruitment is not conducted for Conductors. Applications may be reviewed as they are received, and shortlisted candidates may be kept on file for future vacancies throughout the year.

All Service Officer positions operate on a 24/7 rotating roster. While you may indicate preferred stations, you may be asked to work at any station on the South West Line, which can be up to 80 km from your home depot.

What the role involves

Service Officers are an important part of the Customer Group and help keep services running smoothly while ensuring passengers feel safe, supported and welcome. This is a practical, people-facing role where you will be one of the first contacts for customers.

Your work will include assisting with ticketing and Myki sales, making station and onboard announcements, coordinating coach movements, supporting customers during disruptions, and handling difficult situations in a calm and professional manner. You will also contribute to station cleaning and presentation, monitor for hazards, and report maintenance or equipment issues so trains and stations are ready for service.

The role is supported by structured training, clear procedures and teamwork so you can build confidence and capability across different shifts and operational needs.

Training and compensation

No rail background is required, as full paid training is provided. Training includes a Certificate III in Rail Customer Service. The position offers an attractive hourly rate, plus superannuation and free Myki travel. Pay will align with the V/Line Rail Operations and Administrative Employees Agreement 2023.

What we are looking for

V/Line is seeking a customer-focused person who is dependable, approachable and comfortable working in a fast-moving environment. You should be able to communicate clearly, show empathy, stay composed under pressure and work well with others.

The organisation values people who are adaptable, resilient, supportive of their teammates and open to learning. Even if your background does not perfectly match every requirement, you are encouraged to apply if you bring strong potential and a willingness to grow.

Selection criteria

To be considered for the selection process, candidates must meet the key criteria below:

• Recent, direct face-to-face customer service experience
• Availability to work on a 24/7 rotating roster
• Completion of Year 10 or equivalent, or comparable work experience
• A current Victorian driver’s licence and access to a reliable vehicle

Additional requirements and conditions

• Roles may be offered as full-time or part-time
• Roles may be permanent or fixed term
• Work may be required at stations across the South West Line, up to 80 km from the home depot
• Applicants must be willing to complete relevant pre-employment and medical checks
• Safety and safeworking standards must be met

Why join V/Line

V/Line offers more than free Myki travel. The organisation highlights the chance to create community impact, contribute to major transformation, work in a dynamic and fast-paced environment, collaborate with supportive colleagues and benefit from flexible working where possible.

V/Line is committed to an inclusive, respectful workplace that reflects the communities it serves. It welcomes applications from people of all backgrounds and from First Peoples, and provides accessible recruitment support for candidates who need adjustments.

Equal opportunity and accessibility

The organisation encourages applications from diverse candidates and values contributions regardless of gender, ethnicity, sexual orientation, religion, age or disability. It also notes its recognition as a strong place for women to work and its commitment to First Peoples career pathways.

For confidential accessibility support during recruitment, candidates may contact the Talent team by email or phone.

Compensation note

Remuneration will be in line with the relevant V/Line Rail Operations and Administrative Employees Agreement 2023.